We’re a health insurance company that acts like a technology company. We’re using software, data science and telemedicine to make health insurance more affordable, easier to access and more of a delightful experience
Description
- The Senior Reliance Care Associate will lead the quality assurance function across phone, chat, and email channels to ensure adherence to quality standards and SLAs.
- The role involves monitoring agent performance, developing scorecards, conducting coaching sessions, and driving process improvements to enhance KPIs such as CSAT, AHT, FCR, and QA scores.
- This position will also oversee workflow optimization, SOP development, and data-driven reporting to support operational excellence and customer satisfaction.
Responsibilities
What you’ll do:
- Lead and manage the QA function across phone, chat, and email channels
- Monitor agent performance and ensure adherence to quality standards and SLAs
- Develop and maintain quality scorecards and audit forms aligned with business objectives
- Conduct regular calibrations, coaching sessions, and performance reviews with team leaders and agents
- Drive continuous improvement through root cause analysis and corrective action planning
- Map, analyze, and optimize contact center workflows (e.g., ticket handling, escalation, resolution times)
- Identify operational inefficiencies and lead initiatives to improve accuracy, AHT, FCR, and CSAT
- Develop SOPs and ensure adoption through training, documentation, and change management
- Build dashboards and reports to track QA scores, process efficiency, and agent performance
- Translate data into actionable insights to support decision-making
- Present trends and recommendations to leadership in a clear, visual, and compelling format
Requirements
- 3+ years of experience in contact center quality assurance, performance management, or process improvement
- Strong understanding of contact center KPIs (CSAT, AHT, QA Score, FCR, NPS)
- Proficiency in QA tools, CRM systems, and data visualization platforms (e.g., Excel, Power BI, or Tableau)
- Experience working with SOPs, journey mapping, and process documentation
- Excellent communication, facilitation, and stakeholder management skills
Method of Application
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